Intel AC9560 from Dell will NOT WORK on 5GHz confirmed to be a firmware SW bug, need fix

[kmahyyg]

1. I can confirm there's no problem on my Wi-Fi router.

2. I use RT2870 from MTK to replace AC9560, it works fine while using the same Wi-Fi and same router.

The System Event Log from event viewer on Windows, dmesg from Arch Linux are attached below.

Problem: Suddenly disconnect OR connected but no internet (especially on Win)

From the log, you could see both logs lead to the Queue and filter command, and also finally point to the wlan firmware.

----

DO NOT ASK ME INSTALL INTEL SSU since it's completely useless in this situation.

I tried so many version of Proset Driver on Win, and also linux-firmware from arch linux. **None** of a recent version is correctly working.

[kmahyyg]

Hello,

Thanks for your help first.

In my memory, I've followed the instructions on the page strictly.

However, I'll try again and see if I could offer more useful information as soon as I'm spare.

Could you please give me a simple method for me to check if the log containing valid data by myself before I submit to you?

[kmahyyg]

> 

> Step 2. After setting up the Firmware Debugging, restart the system, then type # dmesg | grep FW_DBG_PRESET

> (If you get an output, it means the debugging is configured correctly.)

I've checked that:

- I cannot get any output from dmesg that containing `FW_DBG_PRESET`. But I've strictly followed the instructions from the page and created the ini file using root account and added the script and  udev rules, then reboot. I make sure that the script is set to `chmod +x`.

- I could create a dump by using the command 

echo 1 > /sys/kernel/debug/iwlwifi/0000\:0X\:00.0/iwlmvm/fw_dbg_collect

 but the size is only 1.3kib.

My questions is:

- how to check `CONFIG_ALLOW_DEV_COREDUMP` is set or not?

- I just found that my Windows seems to reproduce this issue more steadily, is there any method to debug this on Windows 10?

[AndrewG_Intel]

Hello @kmahyyg

Thank you for your response. Sure, it is a pleasure to assist you and we would appreciate it if you can try the steps again to check this further.

Regarding your inquiry about a method to check if the log contains valid data, we are currently double-checking this in order to provide you with the most accurate guidance. Please kindly allow us more time and we will be posting additional details as soon as possible.

Best regards,

Andrew G.

Intel Customer Support Technician

[AndrewG_Intel]

Hello @kmahyyg

Thank you for your patience in this matter. Regarding your inquiry, please kindly refer to our previous instruction on Step 2:

Step 2. After setting up the Firmware Debugging, restart the system, then type # dmesg | grep FW_DBG_PRESET

(If you get an output, it means the debugging is configured correctly.)

This step helps check the debugging is successfully enabled if you see the output from FW_DBG_PRESET. Please provide us with the output from this step.

Additionally, since you prefer to stay at older BIOS v 1.5, rather than upgrade to newer v 1.9, could you please try to reset the BIOS to defaults and see if the issue remains? Please let us know the outcome.

Best regards,

Andrew G.

Intel Customer Support Technician

[kmahyyg]

Thanks for your reply. I'll offer more information as quick as possible.

[AndrewG_Intel]

Hello kmahyyg

Sure, we will be waiting for the details and outcome regarding those steps.

Take your time, no problem.

Best regards,

Andrew G.

Intel Customer Support Technician

[AndrewG_Intel]

Hello kmahyyg

Thank you very much for the details provided. Please allow us to review this further as well to check for an option to debug this on Windows® 10. We will be posting more details as soon as possible.

Best regards,

Andrew G.

Intel Customer Support Technician

[kmahyyg]

I'm currently use both Linux and Windows. I just triggered another crash.

This time it seems the data is automatically generated from virtual/devcoredump.

But it's no guaranteed since I don't follow the instructions so strictly.

I tried to use a hex editor to examine the information. It seems contains valid information.

The dmesg is attached:

``[ 3196.425893] iwlwifi 0000:00:14.3: Queue 11 is active on fifo 1 and stuck for 10000 ms. SW [65, 34] HW [65, 34] FH TRB=0x0c010b050
[ 3196.426019] iwlwifi 0000:00:14.3: Microcode SW error detected. Restarting 0x0.
[ 3196.426379] iwlwifi 0000:00:14.3: Start IWL Error Log Dump:
[ 3196.426380] iwlwifi 0000:00:14.3: Status: 0x00000040, count: 6
[ 3196.426381] iwlwifi 0000:00:14.3: Loaded firmware version: 46.4d093a30.0 9000-pu-b0-jf-b0-46.ucode
[ 3196.426382] iwlwifi 0000:00:14.3: 0x00000084 | NMI_INTERRUPT_UNKNOWN        
[ 3196.426383] iwlwifi 0000:00:14.3: 0x000022F0 | trm_hw_status0
[ 3196.426383] iwlwifi 0000:00:14.3: 0x00000000 | trm_hw_status1
[ 3196.426384] iwlwifi 0000:00:14.3: 0x00488876 | branchlink2
[ 3196.426384] iwlwifi 0000:00:14.3: 0x00478E36 | interruptlink1
[ 3196.426385] iwlwifi 0000:00:14.3: 0x0001BA0C | interruptlink2
[ 3196.426385] iwlwifi 0000:00:14.3: 0x00011526 | data1
[ 3196.426386] iwlwifi 0000:00:14.3: 0xFF000000 | data2
[ 3196.426387] iwlwifi 0000:00:14.3: 0xF0000008 | data3
[ 3196.426387] iwlwifi 0000:00:14.3: 0x1F4171A1 | beacon time
[ 3196.426388] iwlwifi 0000:00:14.3: 0x1D2FFE58 | tsf low
[ 3196.426388] iwlwifi 0000:00:14.3: 0x00000000 | tsf hi
[ 3196.426389] iwlwifi 0000:00:14.3: 0x00000000 | time gp1
[ 3196.426389] iwlwifi 0000:00:14.3: 0x0FFB6B2F | time gp2
[ 3196.426390] iwlwifi 0000:00:14.3: 0x00000001 | uCode revision type
[ 3196.426391] iwlwifi 0000:00:14.3: 0x0000002E | uCode version major
[ 3196.426391] iwlwifi 0000:00:14.3: 0x4D093A30 | uCode version minor
[ 3196.426392] iwlwifi 0000:00:14.3: 0x00000312 | hw version
[ 3196.426392] iwlwifi 0000:00:14.3: 0x00489008 | board version
[ 3196.426393] iwlwifi 0000:00:14.3: 0x0000001C | hcmd
[ 3196.426393] iwlwifi 0000:00:14.3: 0x00022000 | isr0
[ 3196.426394] iwlwifi 0000:00:14.3: 0x00000000 | isr1
[ 3196.426395] iwlwifi 0000:00:14.3: 0x08001802 | isr2
[ 3196.426395] iwlwifi 0000:00:14.3: 0x0041C4C0 | isr3
[ 3196.426396] iwlwifi 0000:00:14.3: 0x00000000 | isr4
[ 3196.426396] iwlwifi 0000:00:14.3: 0x8008FB03 | last cmd Id
[ 3196.426397] iwlwifi 0000:00:14.3: 0x00011526 | wait_event
[ 3196.426397] iwlwifi 0000:00:14.3: 0x000000D4 | l2p_control
[ 3196.426398] iwlwifi 0000:00:14.3: 0x00000020 | l2p_duration
[ 3196.426398] iwlwifi 0000:00:14.3: 0x00000007 | l2p_mhvalid
[ 3196.426399] iwlwifi 0000:00:14.3: 0x00000081 | l2p_addr_match
[ 3196.426400] iwlwifi 0000:00:14.3: 0x0000000D | lmpm_pmg_sel
[ 3196.426400] iwlwifi 0000:00:14.3: 0x01102344 | timestamp
[ 3196.426401] iwlwifi 0000:00:14.3: 0x0000B0A0 | flow_handler
[ 3196.426551] iwlwifi 0000:00:14.3: Start IWL Error Log Dump:
[ 3196.426551] iwlwifi 0000:00:14.3: Status: 0x00000040, count: 7
[ 3196.426552] iwlwifi 0000:00:14.3: 0x20000066 | NMI_INTERRUPT_HOST
[ 3196.426553] iwlwifi 0000:00:14.3: 0x00000000 | umac branchlink1
[ 3196.426553] iwlwifi 0000:00:14.3: 0xC0088BBE | umac branchlink2
[ 3196.426554] iwlwifi 0000:00:14.3: 0xC0084458 | umac interruptlink1
[ 3196.426554] iwlwifi 0000:00:14.3: 0xC0084458 | umac interruptlink2
[ 3196.426555] iwlwifi 0000:00:14.3: 0x01000000 | umac data1
[ 3196.426555] iwlwifi 0000:00:14.3: 0xC0084458 | umac data2
[ 3196.426556] iwlwifi 0000:00:14.3: 0xDEADBEEF | umac data3
[ 3196.426557] iwlwifi 0000:00:14.3: 0x0000002E | umac major
[ 3196.426557] iwlwifi 0000:00:14.3: 0x4D093A30 | umac minor
[ 3196.426558] iwlwifi 0000:00:14.3: 0x0FFB6B1C | frame pointer
[ 3196.426558] iwlwifi 0000:00:14.3: 0xC088627C | stack pointer
[ 3196.426559] iwlwifi 0000:00:14.3: 0x00AE010D | last host cmd
[ 3196.426559] iwlwifi 0000:00:14.3: 0x00000000 | isr status reg
[ 3196.426577] iwlwifi 0000:00:14.3: Fseq Registers:
[ 3196.426586] iwlwifi 0000:00:14.3: 0xA3F60BD4 | FSEQ_ERROR_CODE
[ 3196.426594] iwlwifi 0000:00:14.3: 0x00000000 | FSEQ_TOP_INIT_VERSION
[ 3196.426603] iwlwifi 0000:00:14.3: 0x3D9A8918 | FSEQ_CNVIO_INIT_VERSION
[ 3196.426611] iwlwifi 0000:00:14.3: 0x0000A384 | FSEQ_OTP_VERSION
[ 3196.426619] iwlwifi 0000:00:14.3: 0xBAA05800 | FSEQ_TOP_CONTENT_VERSION
[ 3196.426627] iwlwifi 0000:00:14.3: 0x03E76B10 | FSEQ_ALIVE_TOKEN
[ 3196.426636] iwlwifi 0000:00:14.3: 0x1CD3A5FC | FSEQ_CNVI_ID
[ 3196.426644] iwlwifi 0000:00:14.3: 0x94BBE8A3 | FSEQ_CNVR_ID
[ 3196.426653] iwlwifi 0000:00:14.3: 0x01000100 | CNVI_AUX_MISC_CHIP
[ 3196.426663] iwlwifi 0000:00:14.3: 0x01300202 | CNVR_AUX_MISC_CHIP
[ 3196.426674] iwlwifi 0000:00:14.3: 0x0000485B | CNVR_SCU_SD_REGS_SD_REG_DIG_DCDC_VTRIM
[ 3196.426715] iwlwifi 0000:00:14.3: 0xA5A5A5A2 | CNVR_SCU_SD_REGS_SD_REG_ACTIVE_VDIG_MIRROR
[ 3196.426728] iwlwifi 0000:00:14.3: WRT: Collecting data: ini trigger 4 fired.
[ 3196.426730] ieee80211 phy0: Hardware restart was requested
[ 3196.480941] i915 0000:00:02.0: [drm] *ERROR* Atomic update failure on pipe B (start=43860 end=43861) time 385 us, min 1073, max 1079, scanline start 107
0, end 1095                                                                                                                                                 
[ 3214.351773] iwlwifi 0000:00:14.3: regular scan timed out
[ 3214.353494] iwlwifi 0000:00:14.3: Microcode SW error detected. Restarting 0x0.
[ 3214.353853] iwlwifi 0000:00:14.3: Start IWL Error Log Dump:
[ 3214.353854] iwlwifi 0000:00:14.3: Status: 0x00000040, count: 6
[ 3214.353855] iwlwifi 0000:00:14.3: Loaded firmware version: 46.4d093a30.0 9000-pu-b0-jf-b0-46.ucode
[ 3214.353856] iwlwifi 0000:00:14.3: 0x00000071 | NMI_INTERRUPT_UMAC_FATAL     
[ 3214.353856] iwlwifi 0000:00:14.3: 0x000026F0 | trm_hw_status0
[ 3214.353857] iwlwifi 0000:00:14.3: 0x00000000 | trm_hw_status1
[ 3214.353857] iwlwifi 0000:00:14.3: 0x00488876 | branchlink2
[ 3214.353858] iwlwifi 0000:00:14.3: 0x0092BDBB | interruptlink1
[ 3214.353859] iwlwifi 0000:00:14.3: 0x00478E36 | interruptlink2
[ 3214.353859] iwlwifi 0000:00:14.3: 0x0001B28E | data1
[ 3214.353860] iwlwifi 0000:00:14.3: 0xFF001000 | data2
[ 3214.353860] iwlwifi 0000:00:14.3: 0xF0000000 | data3
[ 3214.353861] iwlwifi 0000:00:14.3: 0x270155C9 | beacon time
[ 3214.353861] iwlwifi 0000:00:14.3: 0x1E418A3B | tsf low
[ 3214.353862] iwlwifi 0000:00:14.3: 0x00000000 | tsf hi
[ 3214.353862] iwlwifi 0000:00:14.3: 0x00000000 | time gp1
[ 3214.353863] iwlwifi 0000:00:14.3: 0x00F291D9 | time gp2
[ 3214.353864] iwlwifi 0000:00:14.3: 0x00000001 | uCode revision type
[ 3214.353864] iwlwifi 0000:00:14.3: 0x0000002E | uCode version major
[ 3214.353865] iwlwifi 0000:00:14.3: 0x4D093A30 | uCode version minor
[ 3214.353865] iwlwifi 0000:00:14.3: 0x00000312 | hw version
[ 3214.353866] iwlwifi 0000:00:14.3: 0x00489008 | board version
[ 3214.353866] iwlwifi 0000:00:14.3: 0x0000001C | hcmd
[ 3214.353867] iwlwifi 0000:00:14.3: 0x80022000 | isr0
[ 3214.353868] iwlwifi 0000:00:14.3: 0x00000000 | isr1
[ 3214.353868] iwlwifi 0000:00:14.3: 0x08001802 | isr2
[ 3214.353869] iwlwifi 0000:00:14.3: 0x404000C6 | isr3
[ 3214.353869] iwlwifi 0000:00:14.3: 0x00000000 | isr4
[ 3214.353870] iwlwifi 0000:00:14.3: 0x0056019C | last cmd Id
[ 3214.353870] iwlwifi 0000:00:14.3: 0x0001B28E | wait_event
[ 3214.353871] iwlwifi 0000:00:14.3: 0x00000000 | l2p_control
[ 3214.353871] iwlwifi 0000:00:14.3: 0x00000020 | l2p_duration
[ 3214.353872] iwlwifi 0000:00:14.3: 0x00000000 | l2p_mhvalid
[ 3214.353872] iwlwifi 0000:00:14.3: 0x00000000 | l2p_addr_match
[ 3214.353873] iwlwifi 0000:00:14.3: 0x0000000D | lmpm_pmg_sel
[ 3214.353874] iwlwifi 0000:00:14.3: 0x01102344 | timestamp
[ 3214.353874] iwlwifi 0000:00:14.3: 0x00007018 | flow_handler
[ 3214.354022] iwlwifi 0000:00:14.3: Start IWL Error Log Dump:
[ 3214.354023] iwlwifi 0000:00:14.3: Status: 0x00000040, count: 7
[ 3214.354024] iwlwifi 0000:00:14.3: 0x20000066 | NMI_INTERRUPT_HOST
[ 3214.354025] iwlwifi 0000:00:14.3: 0x00000000 | umac branchlink1
[ 3214.354026] iwlwifi 0000:00:14.3: 0xC0088BBE | umac branchlink2
[ 3214.354027] iwlwifi 0000:00:14.3: 0x00000000 | umac interruptlink1
[ 3214.354027] iwlwifi 0000:00:14.3: 0x80453646 | umac interruptlink2
[ 3214.354028] iwlwifi 0000:00:14.3: 0x01000000 | umac data1
[ 3214.354029] iwlwifi 0000:00:14.3: 0x80453646 | umac data2
[ 3214.354030] iwlwifi 0000:00:14.3: 0xDEADBEEF | umac data3
[ 3214.354031] iwlwifi 0000:00:14.3: 0x0000002E | umac major
[ 3214.354031] iwlwifi 0000:00:14.3: 0x4D093A30 | umac minor
[ 3214.354032] iwlwifi 0000:00:14.3: 0x00F29138 | frame pointer
[ 3214.354033] iwlwifi 0000:00:14.3: 0xC088627C | stack pointer
[ 3214.354034] iwlwifi 0000:00:14.3: 0x0056019C | last host cmd
[ 3214.354034] iwlwifi 0000:00:14.3: 0x00000000 | isr status reg
[ 3214.354061] iwlwifi 0000:00:14.3: Fseq Registers:
[ 3214.354069] iwlwifi 0000:00:14.3: 0xA3F60BD4 | FSEQ_ERROR_CODE
[ 3214.354077] iwlwifi 0000:00:14.3: 0x00000000 | FSEQ_TOP_INIT_VERSION
[ 3214.354086] iwlwifi 0000:00:14.3: 0x3D9A8918 | FSEQ_CNVIO_INIT_VERSION
[ 3214.354094] iwlwifi 0000:00:14.3: 0x0000A384 | FSEQ_OTP_VERSION
[ 3214.354102] iwlwifi 0000:00:14.3: 0xBAA05800 | FSEQ_TOP_CONTENT_VERSION
[ 3214.354110] iwlwifi 0000:00:14.3: 0x03E76B10 | FSEQ_ALIVE_TOKEN
[ 3214.354119] iwlwifi 0000:00:14.3: 0x1CD3A5FC | FSEQ_CNVI_ID
[ 3214.354127] iwlwifi 0000:00:14.3: 0x94BBE8A3 | FSEQ_CNVR_ID
[ 3214.354135] iwlwifi 0000:00:14.3: 0x01000100 | CNVI_AUX_MISC_CHIP
[ 3214.354146] iwlwifi 0000:00:14.3: 0x01300202 | CNVR_AUX_MISC_CHIP
[ 3214.354157] iwlwifi 0000:00:14.3: 0x0000485B | CNVR_SCU_SD_REGS_SD_REG_DIG_DCDC_VTRIM
[ 3214.354198] iwlwifi 0000:00:14.3: 0xA5A5A5A2 | CNVR_SCU_SD_REGS_SD_REG_ACTIVE_VDIG_MIRROR
[ 3214.354207] iwlwifi 0000:00:14.3: WRT: Collecting data: ini trigger 4 fired.

```

The file dumped from 

/sys/devices/virtual/devcoredump/devcdY/data

is attached.

Also, wait for your further response.

[AndrewG_Intel]

Hello kmahyyg

Thank you very much for your response and for the new information. We are still investigating this behavior and we will be posting more details as soon as they are available. Thank you for your understanding.

In the meantime, could please confirm if you were able to try to reset the BIOS settings to default? Please report back if the behavior is different and if the wireless card works better on the 5GHz band.

Best regards,

Andrew G.

Intel Customer Support Technician

[kmahyyg]

In a short period of time after resetting BIOS, it seems to be functional under Linux.

I also backup-ed all my files and upgraded to latest BIOS as currently v1.9.0 now.

Please allow me for a few days to check whether it works or not.

I still wondering whether there's any useful information now which was being extracted from my previous uploaded files?

[kmahyyg]

Problem still exists but less frequently.

The error in the photo seems like a normal error.

[AndrewG_Intel]

Hello kmahyyg

We are checking this thread and we would like to know if you were able to review our previous post. If you need further assistance, please do not hesitate to contact us back.

Best regards,

Andrew G.

Intel Customer Support Technician

[kmahyyg]

Thanks for your reply. Your response was received.

[kmahyyg]

The previous email was sent to Spam folder. I just see it. Please allow me for about 1 or 2 days to reset BIOS and give you more details.

[AndrewG_Intel]

Hello kmahyyg

Thank you very much for all the information provided. Yes, we are checking the information you extracted from the previous uploaded files and in addition to the latest details, we are going to investigate this further. Please allow us more time and we will be posting back as soon as possible.

Best regards,

Andrew G.

Intel Customer Support Technician

[Kubuxu]

I'm also experiencing a similar issue on Thinkpad X1 Carbon with AC9560 running Linux (5.10.16-arch1-1, latest drivers and firmware).

I've managed to narrow it down to 80MHz channel width of the 5GHz WiFi. 5GHz works fine if the router is set up for 20/40 (20MHz with single extension) and stops working (Microcode SW error detected) if the network is set up with 20/40/80 (20MHz with triple extension).

@AndrewG_Intel would you like me to open a separate thread for that or should I try to collect firmware crash dumps from debug firmware and post them in this thread?

[kmahyyg]

I tried to set to a fixed bandwidth but seems not working. By the way, it seems related to TX queue hanged...

If you opened a new thread, please mention me, I'll get tracked to check if it could help me solve this issue. Since it's about 5GHz, a lot of wireless network interfaces are NOT working while I was trying to set to MONITOR mode, I'm not available to capture the packets using another wireless card to check the environment issue. If it's possible for you, I strongly suggest you do that.  @Kubuxu 

[AndrewG_Intel]

Hello @Kubuxu

Thank you for posting on the Intel® communities.

Everyone's situation and environment are unique, so if you need further assistance, we kindly recommend creating a new thread to isolate your case and system configuration. Please make sure you add the information about the system model and specs, and detailed information about the problem that you are having, so we can better assist you.

Thank you for your understanding.

Best regards,

Andrew G.

Intel Customer Support Technician

[AndrewG_Intel]

Hello @kmahyyg

Thank you for your patience in this matter.

We’re glad to hear the Intel® Wireless-AC 9560 connectivity issue occurs less frequently after resetting the BIOS to defaults and upgrading the system to the latest BIOS.

Our engineering team has investigated the firmware dump you provided. Unfortunately, the dump lacks key information while it was generated without an Intel debug file/tool. Currently, this debug file/tool is considered Intel confidential content and is not allowed to be shared externally.

At this point, we apologize that we can’t provide a direct solution. We would recommend keeping the kernel up-to-date as we continue improving and fixing connectivity issues in future releases.

Having said that, we will proceed to close this thread now. If you need any additional information, please submit a new question as this thread will no longer be monitored. Thank you for your understanding.

Best regards,

Andrew G.

Intel Customer Support Technician

[kmahyyg]

I understand situation. However, after a few month since I opened this post. The situation are still no change and become much worse.

There's a little bit more detailed information grabbed from dmesg using the latest lts kernel 5.10.42 on Arch.

Could it lead to a new solution?